After the report is generated—In the Report Viewer, click the
Filter button of the generated report. Do this
to refine the filter values for a generated report.

Types of
Filters

You can choose
between two filter types: Basic Filters and Advanced Filters.

Basic Filters

The Basic
Filters tab allows you to filter report data based on the key criteria fields
that are defined for a report. For more information about configuring a date
range filter, value list, or collection filters, see the following:

The Advanced
Filters tab allows you to filter report data for all the fields that are
available in the report. For more information about configuring a filter for a
plain text or a decimal field, see
Configure Advanced Filters.

Configure a Date
Range Filter

Date range filter is not
applicable for Real-Time and Live Data reports.

Figure 1. Date Range
Filter

Procedure

Step 1

Click a report
to view the
Filter page.

Step 2

Select the
type of date range. The available options are:

Relative Date
Range:

The options available here
are predefined. Using the
Relative Date Range drop-down list, select from
Today, Yesterday, This Week, Last Week, This Month, Last Month, Year to Date,
or Last Year.

Check the
Only show results that are within a specific time
period check box to check or uncheck days. By default, all days of
the week are checked. This check box appears only if one of the following is
selected in the Relative Date Range drop-down menu: This Week, Last Week, This
Month, Last Month, Year to Date, or Last Year. If you do not check this box,
the report shows all values from 12:00 a.m. of the first date in your range
through 11:59 p.m. of the last date in the range.

Absolute Date
Range:

Click the calendar icon to
select the
Start Date and
End Date.

Check the
Only show results that are within a specific time
period check box to enter a start and end time. If you do not check
this box, the report shows all values from 12:00 a.m. of the first date in your
range through 11:59 p.m of the last date in the range.

Check the
Only show results that are on certain days of the
week check box to check uncheck days. By default, all days of the
week are checked.

Check the
Only show results that are within a specific time
period check box if you want to view data that is available during
specific periods of time. This time interval is applied to each day that you
select above. The default time interval is 12:00 a.m to 11:59 p.m.

Note

The option
to select certain days of the week will be available only if the time interval
spans more than a day.

Configure a Value
List or Collection Filter

Use the
Basic
Filters tab to configure the date range filter value lists or
collections. A collection is a preconfigured group of values.

Figure 2. Collection
Filter

Procedure

Step 1

Click a report
to view the
Filter page.

Step 2

Choose the
collection or values from the
Choose
Collection or
Choose
Value List field.

Tip

Search for a value or collection using the
Search field.

The items in
the collection or value list appear in the Available list.

Step 3

Select an item
from the Available list and move it to the Selected list.

Step 4

You can repeat
the search and add to the list of selected items. You can also select multiple
collections or values.

Step 5

Click
Run.

Configure Advanced
Filters

You can use the
Advanced
Filters tab to filter any field in the report. Based on the field
type (date, numeric or string), different operators are available. For example,
you can filter calls in queue for greater than 2 minutes or on all agents in
the hold state to filter out the less important information.

Note

You can use
advanced filters in reports based on SQL Query only.

Advanced
filters can be used to filter a plain text or a decimal field based on field type.

Figure 3. Advanced
Filters

Procedure

Step 1

Generate a
report and then click
Filter to view the
Filter page. To view the Advanced Filters, select
the
Advanced Filters tab.

Step 2

Select a
field.

Step 3

Click
Edit to indicate any value or a filtered value.

Step 4

Select
Filter
according to the following criteria.
Filter
criteria depend on the field type (Date, Decimal, Value List, String, or
Boolean).

For
Date, click
Edit to specify any value or to filter by selecting
either Relative Date Range or Absolute Date Range. For both Relative and
Absolute date ranges, you can indicate a specific time period and certain days
of the week.

For
Decimal, click
Edit to specify any value or to select an Operator
from Equal To, Not Equal To, Less Than, Less Than or Equal To, or Greater Than
and then entering a value; for example, Operator = Greater Than and Value =
16.5.

For
String, click
Edit to specify any value or to filter by selecting
an Operator from Equal To, Not Equal To, or Matches Pattern and then enter a
value for the string; for example, Operator = Matches Pattern and Value = Team
Green.

If you
select Pattern as the Operator, you must specify an SQL pattern to match the
string field. The system appends the wild card character % automatically to the
beginning and end of the string. You can also use any SQL wild card pattern in
between the string.

For
Boolean, click
Edit to specify any value or to filter by selecting
an Operator and then selecting True or False.

If the advanced filter
field is a
Value List, click
Edit to specify any value or to filter by moving
one, all, or some items in the list to the Selected column.

Step 5

Using the
Operator drop-down list, select the criteria.

Note

If you
select
Matches the pattern operator, you can use any
Microsoft SQL wildcard pattern to filter the data. The wildcard character
% is added to the beginning and end of every string
that is used to filter the data.

Step 6

In the
Value field, enter a value against which the data in
the field will be filtered.